Automation to create issue and set Request type

[Josh Olds]

Hey team

I am currently creating a ticket via automation, and want to set the request type so that it appears in the customer portal.

When selecting request type during the ticket creation event, I get the following warning:

Request type can't be edited here

You will need to use the "Edit request type" action instead.

How do you set the request type after the ticket is created?

[Alex Koxaras _Relational_ · Accepted solution]

Hi @Josh Olds 

You can change the request type within your initial rule by adding a branch. Try the following:

I don't know what your trigger is, so keep that unchanged. Carefully create such an issue type, for which the specific request type exists. Otherwise this rule will fail.

I've tested it and works like a charm!

[Vishwas]

Hey @Josh Olds 

We have to use the another action for it. There is one new action introduced to Edit request type for JSM itself.

Like this:

Regards,

Vishwas

[Jeffrey Bistrong]

im running into a similar issue and have used the "edit request type" option in automation, but it appears that the customer is not notified of the issue anyway, and i had to add a comment at the end of it indicating this issue has been created for....

Anyone else running into that?

[Adam Rypel _MoroSystems_]

@Jeffrey Bistrong can you use action "Create issue with a request type", so you set the request type right away?

[Jeffrey Bistrong]

yes, that did it, thanks so much, i was previously using the clone issue and it was not setting the request type